Description
Customer Services Manager Maternity Cover - 15 month fixed term contract - immediate start
£Competitive + benefits + completion bonus Sheffield
Westfield is a not for profit organisation which has always placed the customer at the heart of its business. Established for more than 90 years, we are a leading provider of both individual and employer supported health cash plans. Our caring culture, strong values and a sense of corporate social responsibility are key components in our lasting success. We continually strive to deliver innovative healthcare plans, backed by excellent customer service and are proud to be a multi award-winning provider. There is now an opportunity for a committed, high calibre individual to join our people-centred business.
KEY DUTIES & RESPONSIBILITIES:
Reporting to the Executive Director, Operations, these will include:-
Responsibility for the Claims, Claims Investigation & Correspondence and Communication Centre teams.
Acting as Customer Service Champion, continuously reviewing and developing objectives for business and streamlining processes to ensure that all opportunities are maximised.
The effective people management of Team Leaders to ensure individual performance within their teams is appropriately managed. Contribute to overall strategy planning for the Operations Department.
Provide continuous improvements of processes and procedures to reduce operating costs, improve productivity and enhance the customer experience.
Working with colleagues to draft for approval, maintain and monitor, on a regular basis, the departmental budgets. Maintain a wide understanding of Westfield and the external health cash plan market and developments in the customer services industry.
Approve, maintain and monitor, on a regular basis, the departmental budgets consistent with the requirements of a regulated environment and in line with Financial Services Authority and ISO standards.
Collaborate on reviews being conducted under the Annual Internal Audit, ISO Conformance Monitoring and Compliance Monitoring Programmes in a timely manner. Ensure that all accepted recommendations arising from these reviews are implemented in accordance with agreed timescales.
ESSENTIAL KEY SKILLS & EXPERIENCE TO INCLUDE:
A minimum of 3 years experience of a Customer Service Management role, preferably within a regulated environment such as financial services, insurance or similar.Must be articulate and confident in communicating at all levels within the organisation and to large groups of people both orally and in writing. Flexible and adaptable. Self-motivated, and self-managing.Strong leadership experience, including interviewing, team briefing and excellent presentation skills. Strong budgetary and financial management skills. A broad and deep understanding of customer service and operational issues. Experience of building and maintaining effective working relationships at all levels from team members to Senior Executive levels. Proactive and innovative, capable of bringing new solutions and continuous improvement ideas to the business.